Process benchmarking: an application to lending products

Article

Delpachitra, Sarath and Beal, Diana. 2002. "Process benchmarking: an application to lending products." Benchmarking: an international journal. 9 (4), pp. 409-420. https://doi.org/10.1108/14635770210442725
Article Title

Process benchmarking: an application to lending products

ERA Journal ID19392
Article CategoryArticle
AuthorsDelpachitra, Sarath (Author) and Beal, Diana (Author)
Journal TitleBenchmarking: an international journal
Journal Citation9 (4), pp. 409-420
Number of Pages12
Year2002
Place of PublicationUnited Kingdom
ISSN1463-5771
1758-4094
Digital Object Identifier (DOI)https://doi.org/10.1108/14635770210442725
Web Address (URL)http://www.emeraldinsight.com/journals.htm?articleid=843061&show=abstract
Abstract

Benchmarking techniques evolved from Xerox's pioneering visit to Japan in the late 1970s. However, the application of the benchmarking concept to the banking industry did not take place until the late 1990s. Process benchmarking, in particular, is a tool that helps FIs to cut costs, improve productivity and integrate business processes. Although process benchmarking involves divulging what may be considered as sensitive or confidential information, forming de facto benchmarking partnerships with competitors allows participating institutions to compare cost and output advantages and disadvantages, when performing key processes involved in lending operations. This paper presents an application of process benchmarking to lending operations across Australia to highlight differences in costs involved in seemingly identical value chains.

Keywordsbenchmarking; financial institutions; loans; banks
ANZSRC Field of Research 2020350204. Financial institutions (incl. banking)
350799. Strategy, management and organisational behaviour not elsewhere classified
350715. Quality management
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Byline AffiliationsCentre for Australian Financial Institutions
Institution of OriginUniversity of Southern Queensland
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